Interim Customer Marketing ManagerDoctify

Job title: Interim Customer Marketing Manager - Retention Focus

Employment type: Full-time (3 month interim contract)

About The Role

As we continue to grow globally, we are looking for a highly motivated and strategic Interim Customer Marketing Manager with a strong focus on customer retention, and experience in the subscription industry to join our team.

In this role you will be responsible for developing and executing marketing strategies and campaigns aimed at increasing customer loyalty, engagement, and lifetime value specifically within a subscription-based business model. Your primary goal will be to create effective marketing initiatives that drive customer retention.

The ideal candidate will have a deep understanding of customer behavior within subscription models, excellent analytical skills, and a track record of successfully implementing retention marketing programs in the subscription space.

Our Mission

Would you agree that our health is the most precious thing we have? And that each patient should be empowered to make confident decisions on their healthcare? Well, we aim to be the first healthcare review platform trusted by patients and healthcare professionals globally.

Our mission is to help over 100 million patients by 2025. If this sounds like a mission you would like to be a part of, then apply now!

We’re Doctify

We’re a leading global healthcare review platform, empowering patients to make confident and informed decisions on their healthcare, having helped more than 50 million patients to date.

In early 2023 Doctify secured an additional $10m in a growth round led by Beringea, the transatlantic venture capital firm. The round will help Doctify accomplish our mission to help over 100 million patients by 2025.

The funding, which brings total investment in Doctify to more than $29m, will be used to accelerate growth in key international markets, invest in groundbreaking product enhancements, and expand our global team.

We’re a team of over 100+ passionate people across 5 countries on a mission to leave no patient left unheard!

https://www.doctify.com/uk/about/doctify

You’ll Be Responsible For

• Developing and implementing a comprehensive customer retention marketing strategy specifically tailored to the unique challenges and opportunities within the subscription industry, in alignment with the company’s overall marketing objectives.
• Analysing customer data and segmenting the subscriber base to identify opportunities for targeted marketing initiatives and personalised communications that drive subscriber retention.
• Collaborating with cross-functional teams, including product, sales, and customer support, to gather insights and develop customer retention programs that align with subscriber needs and preferences with a subscription model.
• Creating and managing subscriber engagement programs, such as loyalty programs, referral programs, and customer advocacy initiatives, to foster long-term relationships with subscribers and enhance their subscription experience.
• Designing and executing lifecycle marketing campaigns that nurture subscriber relationships at various stages, from onboarding to upselling, renewal and churn prevention.
• Leveraging subscriber insights and feedback to continuously optimise and improve retention marketing efforts, including email campaigns, in-app messaging, social media initiatives and other subscriber touch points.
• Monitoring key retention metrics specific to the subscription industry, such as churn rate, customer lifetime value (CLTV), and average revenue per user (ARPU), and develop reporting mechanisms to track the effectiveness of customer marketing programs, providing regular performance updates to stakeholders.
• Conducting marketing research and competitor analysis within the subscription space to stay up-to-date with industry trends and best practices in customer retention marketing for subscription businesses.
• Collaborating with the marketing team to ensure consistent brand messaging and a seamless subscriber experience across all marketing channels within a subscription context.
• Staying informed about changes in subscriber behavior, market dynamics, and regulatory requirements that may impact customer retention strategies within the subscription industry, and adapt marketing programs accordingly.

About You

You will have:

• Proven experience in customer marketing, retention marketing, or CRM (Customer Relationship Management) within a subscription-based business model.
• Strong analytical skills, with the ability to interpret data, identify trends, and make data-driven decisions to optimise customer marketing strategies within a subscription context.
• Excellent communication skills, both written and verbal, with the ability to craft compelling marketing messages and engage subscribers effectively in the subscription industry.
• Experience with marketing automation platforms, customer segmentation tools, and email marketing software within a subscription environment. Proficiency in CRM systems is preferred.
• Knowledge of customer lifecycle management and customer journey mapping within the subscription industry.
• Creative thinking and problem-solving skills, with the ability to develop innovative retention strategies and initiatives specifically for subscription businesses.
• Strong project management skills, with the ability to prioritise tasks, meet deadlines, and manage multiple projects simultaneously within a subscription context.
• Familiarity with subscription marketing principles and best practices, including subscription pricing models, billing cycles, and subscriber acquisition and retention strategies.
• A passion for understanding subscriber needs and delivering exceptional subscriber experiences within the subscription industry.

What we offer 💯

At Doctify we are committed to providing a truly memorable and transformative experience on your career journey. Some of our benefits, perks and ways of working include: (some benefits many very based on country or location)

Setting you up for success ⭐

Competitive compensation package

3mo Doctify & team-specific onboarding

Continuous learning sessions, training programmes and self-development (‘Doctify’s Healthcare Heroes’, ‘Learn from Leaders’, soft-skills, career expertise, etc.)

Transparent internal mobility opportunities and career paths for professional hyper-growth

Pension scheme with employer contributions (Statutory - under review)

Holiday and Flexibility 🌴

28 days annual leave: 25 days leave + 3 days off between Christmas and New Year (plus bank holidays) + 1 day annual leave for each year of service after 1 year (up to 30 days)

4 weeks remote-working to be used throughout the year (within 3 hours of your local HQ)

Hybrid-working, flexible-working hours, remote-working

Enhanced Parental leave

2 weeks Pet-ernity leave offering work from home or flexible working hours to welcome and train your furry friend

Uniquely Doctify 🌿

Doctify Daily to come together as a team 15 minutes a day to share, connect and learn

Weekly Wellness Wednesday inspiration & quarterly wellness coaching (Nutrition workshops & cooking demos; guided meditation sessions; even tai chi and dynamic stretching!)

Monthly all-team events held virtually keeping you connected to the team across the globe

Monthly Impact Awards (People’s choice to celebrate one another - you get a cool hoodie too!)

Quarterly team socials by region (Hosted by our ironically named Fun Police, always on the beat for a good time!)

Culture of meaningful connections join our sponsored team clubs & sports activities, as well as our Green Committee who are dedicated to making Doctify a better-for-the-world business

Employee referral scheme £700 or the local equivalent for each successful employee referral hired

Our Commitment To Diversity, Equity, Inclusion & Belonging 💙

Diversity, Equity, Inclusion and Belonging. They’re more than just buzz-words for us. Our commitment to these values is steadfast and they are an integral part of how we create what is Uniquely Doctify in our ways of working, policies and processes, building our teams and ultimately, bringing our mission to life.

We are a global company with people from all around the world and we believe that different perspectives and an inclusive and fair environment will help generate better ideas, supporting us on our journey to being a force for good and improving patient care for all.

We will always embrace uniqueness - so bring your whole self to Doctify!

More about Doctify

Doctify was launched in 2015 by Stephanie Eltz and Suman Saha, who met as trainee surgeons, to address the lack of a trusted or transparent online platform for patient reviews. While the likes of TripAdvisor, Trustpilot, and Glassdoor had enabled consumers around the world to search easily for verified feedback on products, services, and experiences, this model had yet to cut through in global healthcare.

We are a global healthcare review platform, empowering patients to make confident and informed decisions on their health and social care.

Backed by transatlantic venture capital firm, Beringea, leading European investment funds Amadeus Capital Partners, Keen Ventures as well as investors such as Sir John Hegarty (founder of Saatchi & Saatchi), and Tom Teichmann (early investor in Lastminute.com, Notonthehighstreet.com, Made.com and Simba Sleep)